Serving 100% of RBS Customers with Syntellect Technology

The Royal Bank of Scotland plc (RBS) has been present in the United Arab Emirates in some form since 1973.  It offers comprehensive financial services including: Consumer Banking, Business and Commercial Banking and Corporate and Institutional Banking.
With over 2000 staff, RBS operates in the United Arab Emirates with three domestic branches (Dubai, Abu Dhabi and Sharjah) while also serving as the regional hub for the Middle East.

Customer Challenge

It is not easy to sustain customer trust and satisfaction in today’s competitive market. For RBS, being one of the leading and the most trusted banks in UAE, was essentially important to provide excellent services to retain its customer base and attract new business. RBS needed a strong & flexible IVR platform to provide more efficient banking services over the phone to their large customer base.

Their basic IVR system from Nortel PBX did not have all the features required and hardly could take the calls’ load. Besides, existing IVR did not have proper reporting, was hanging in the peak load, it was not easy to modify the IVR script. Above all IVR was not integrated with the Screen Pop-Up application which was causing significant problem for the bank’s agents.

Solution

In order to guide RBS to the right solution Converged Communications (CCMENA) analyzed existing customer’s system, highlighted its disadvantages and offered worldwide proved Syntellect Communications Portal solution for the best customer satisfaction.

Syntellect is a leading provider of self-service and live contact center solutions spanning the entire customer service spectrum. Its comprehensive solutions are designed to empower customers to achieve the best mix of automated and live assistance service with the flexibility to adapt to changing needs and conditions.

Syntellect Communications Portal is an open, standards-based platform with integrated application development and management components that significantly reduce the time, cost and complexity of deploying voice and IP communications solutions. The Communications Portal combines the industry’s most complete support for IP communication, including telephony, video messaging, SMS, and email with comprehensive support for traditional voice communication. By melding these capabilities, the Communications Portal offers a multi-modal Portal that enables organizations to deploy all of their communication applications on a single, cost-effective platform.

“Our proposed Syntellect Communications Portal platform completely addresses all the IVR & screen pop-up needs” said Ashraf Elyan, Managing Director of CCMENA. ”It is very stable and powerful platform to carry out daily bank’s call volume.”

“We’ve chosen Syntellect platform for its ease of use, ease of implementation and to address the required customization” added Eric Moneyang, Technical Manager of Converged Communications MENA

RBS was keen to gain more confidence in front of its clients by implementing new system which will better serve and secure customer transactions and banking operations. Thus RBS’s client can be assured that while depositing or checking their accounts or credit card balance their operations are highly protected. Besides, new Screen Pop-Up application eases agent’s job by answering, making and transferring calls, organizing conference, it has hold and disconnect functionality along with reporting.

For the Screen Pop-Up integration CCMENA engineers used industry leading CTI software from Syntellect - CT Connect. If before applications were not interacting between each other, now Syntellect CTI Link provides strong connection between IVR and Screen Pop-Up. Telephony integration with Avaya SIT 8500 IP PBX was made by using Dialogic DMV 600 Media Processing Boards.

The deployed IVR solution handles 120 concurrent calls on Production Server with 50% DR site. The total call volume is 80-90 concurrent calls in the peak hours. Screen Pop-Up application supports 220 agents.

Customer Quote

“We immediately recognized that the Syntellect IVR solution is extremely flexible, and it fit well with our particular needs. The product stability, the GUI functionality and the cost effectiveness of the product made us choose Syntellect for this project.”

Mr. John J Onuonga,
Regional Service Delivery Manager (IT) -
Middle East and Africa,
The Royal Bank of Scotland N.V.

Results

Implemented solution has exceeded RBS’s expectations. The new phone answering system improved agent productivity and operational costs. Now agents are very assured that during high peak loads the system will take care of the stability in the working process. Happy customers have direct secure access to all their transactions and enjoy using the system. Management is satisfied with the increased productivity and business savings.

The next phase of the project involves 60 additional channels to be added this year.

Mr. Onuonga concluded: “We are completely satisfied on how the system intelligently manages workflow and we are awaiting for the expansion and thankful that we can rely on CCMENA all the way. Our customers are happy, what is more important for us?”

About The Royal Bank of Scotland

The Royal Bank of Scotland Group plc has been present in the United Arab Emirates in some form since 1973.  It offers comprehensive financial services including: Consumer Banking, Business and Commercial Banking and Corporate and Institutional Banking.

With over 2000 staff, RBS operates in the United Arab Emirates with three domestic branches, one in each of Dubai, Abu Dhabi and Sharjah, while also serving as the regional hub for the Middle East.

The RBS Group offers Global Banking and Markets services through RBS N.V. and RBS Coutts Bank Ltd in the UAE and branches of The Royal Bank of Scotland plc in the Qatar Financial Centre. The Royal Bank of Scotland plc is also licensed by the Central Banks of the UAE and Bahrain to operate a representative office.

Visit www.rbsbank.ae or call +971-4351-2200 for more information